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Public Confidence in the NHS: where are we now?
Dan Wellings, Research Director
@danwellings
© Ipsos MORI

2. Issues Facing Britain: Long Term Trends 2
What do you see as the most/other important issues facing Britain today?
Economy
70
60
50
Unemployment
40
Race / immigration
30
20
NHS Crime/
10 Law &
Order
0
May May May May May May May May May May May May May May May May
1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Base: representative sample of c.1,000 British adults age 18+ each month, interviewed face-to-face in home Source: Ipsos MORI Issues Index

3. Worth reflecting on what has happened since May
2010
3
What do you see as the most/other important issues facing Britain today?
Brown becomes Cameron becomes
PM PM
80 Blair – “We have underfunded the NHS
for years and we are paying the price for
it” – BBC NHS day
70
General
Election –
60 “Battle of Hewitt heckled at UNISON
Margaret’s conference – fears over NHS
shoulder” job cuts
50
40
Lowest score
since
30 December 1985
Alan Milburn promises 35,000 more
Blair tells doctors “not enough” nurses, 40 new hospitals and
20 has been done for the NHS – development of foundation trusts as part
allocates extra £20 billion. Report of NHS plan London
says waiting lists have doubled Bombs
10 under Labour
0
May May May May May May May May May May May May May May May May
1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Base: representative sample of c.1,000 British adults age 18+ each month, interviewed face-to-face in home Source: Ipsos MORI Issues Index

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Satisfaction with the NHS has held up remarkably well, brand logo
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what impact will Mid Staffs have?
Q Overall, how satisfied or dissatisfied are you with the running of the
National Health Service nowadays?
80 %
Satisfied
70 69
60 Net satisfied
50
52
40
30
Dissatisfied
20
17
10
0
Base: Adults aged 16+ in England (c. 1000 per wave) Source: Ipsos MORI/DH Perceptions of the NHS Tracker
Net satisfaction scores are calculated by subtracting the proportion of people who are dissatisfied from the proportion of people
© Ipsos MORI who are satisfied.

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It is not only the question but also the context that is important. What else islogo
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the survey about?
Q. Overall, how satisfied are you with the running of the National Health Service nowadays? (Ipsos MORI)
Q. How satisfied or dissatisfied would you say you are with the way in which the National Health Service is run
nowadays? (BSAS)
100
Ipsos MORI NHS Tracker British Social Attitudes Survey
90
80
70
Satisfied (%)
60
50
40
30
20
10
0
Source: Ipsos MORI/The King’s Fund
© Ipsos MORI

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Which one is the best measure? Do we disregard satisfaction? here
100
GPPS
90 Public Perceptions of
the NHS and Social
80
Care Tracker
70 British Social Attitudes
% Satisfied/Good
Survey
60
50
88
40
70
30 58
20
10
0
Overall, how would you describe your Overall, how satisfied or dissatisfied are How satisfied or dissatisfied would you
experience of your GP surgery? you with the running of the National say you are with the way in which the
Health Service nowadays? National Health Service runs nowadays?
Base: GPPS: 1,037,946 respondents surveyed between July 2011 and March 2012; Public Perceptions of the NHS and Social Care Tracker: 1,001 respondents
interviewed between 14th November and 9th December 2011; British Social Attitudes Survey: 3,311 respondents interviewed between 4th July and10th November 2011 Source: Ipsos MORI/The King’s Fund
© Ipsos MORI

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This illustrates how important the question is here
Q To what extent, if at all, do you agree or disagree with the following
statements?
My local NHS is providing
% Agree
80
me with a good service
75
70
65
60 The NHS is providing a
50
good service nationally
40
30
20 The government has the 22
10
right policies for the NHS
0
Base: Adults aged 16+ in England (c. 1000 per wave) Source: Ipsos MORI/DH Perceptions of the NHS Tracker
© Ipsos MORI

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Do we have different expectations of the
NHS?
A generational shift
Version 1 | Internal Use Only
BSA 1983-2010
© Ipsos MORI

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Net satisfaction with the NHS by generation here
80%
60%
40%
20%
0%
1983 1984 1986 1987 1989 1990 1991 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
-20%
-40%
Pre War (born before 1945) Baby Boomers (born 1945-1965)
Generation X (born 1966-1979) Generation Y (born 1980 onwards)
© Ipsos MORI
Data: BSA 1983-2010. Each data point represents >100 respondents

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So what impact will the changing demographic have on brand logo
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satisfaction?
Proportion of UK population from each generational grouping
100%
% sample universe from pre war generation 2010: All adults
90% aged over 66
80%
70%
2010: All adults
60% aged between 45
1983: All adults % Baby boomers and 65
50% aged 39 and over
40%
2010: All adults
30% aged between 44
1983: All adults
and 31
aged under 39 % Generation x
20%
10% 2010: All adults
aged under 31
% Generation Y
0%
83 84 85 86 87 89 90 91 93 94 95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10
Source: Eurostat
© Ipsos MORI

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Is this about service received or expectations? here
Q Overall, how satisfied or dissatisfied are you with the running of the
National Health Service nowadays?
% Satisfied
North East
North West
Yorks & Humber
South West
East Midlands
West Midlands
London
Eastern
South East
Base: Adults in England aged 16+, Summer 2012: Ipsos MORI aggregate analysis (22422) Source: Ipsos MORI/DH Perceptions of the NHS Tracker
© Ipsos MORI

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Who was most to blame for Mid-Staffs? here
As you may know, a report was published this week into problems at Mid Staffordshire hospital that said this led to between 400
and 1,200 more deaths than expected between 2005 and 2009. Who of the following, if any, do you think was most to blame for the
patient care problems at Mid Staffordshire hospital?
0 10 20 30 40 50 60
NHS Managers 52%
Government Ministers 16%
Health Regulators 11%
Nurses 7%
Doctors 3%
None
*
Don't Know 9%
Base: Adults aged 18+ in Great Britain, 1018 Respondents – Telephone Source: Ipsos MORI Political Monitor, 9th-11th Feb 2013
© Ipsos MORI

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What impact does our proximity to the NHS have on
our perception of satisfaction?
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What you see is all there is here
“The confidence that individuals
have in their beliefs depends
mostly on the quality of the story
they can tell about what they
see, even if they see little. We
often fail to allow for the
possibility that evidence that
Daniel Kahneman
should be critical to our Thinking, Fast and
judgement is missing – what we Slow
see is all there is”
© Ipsos MORI

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We really did not know very much about the reforms… here
Q How much do you feel you know about the changes the government is
making to the NHS?
73%
December 2010
67%
December 2011
67%
Spring 2012
Base: Adults aged 16+ in England (c. 1000 per wave) Source: Ipsos MORI/DH Perceptions of the NHS Tracker
© Ipsos MORI

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Our pride in the NHS is seemingly unwavering…
© Ipsos MORI

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Pride in the NHS is the highest it’s ever been here
Q Please tell me whether on the whole you agree or disagree with each of the
following statements:
100
% agree
90
Britain’s National Health Service is one of the best in the world
80
77
70
60
50
40
30
Base: Adults aged 16+ in England (c. 1000 per wave) Source: Ipsos MORI/DH Perceptions of the NHS Tracker
© Ipsos MORI

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NHS is the area of public spending that we most want brand logo
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protected
Q. “Which TWO or THREE, if any, of the following main areas of public
spending do you think should be protected from any cuts?”
Change from
June ‘09
The NHS/health care 79 -3
Schools 51 -7
Care for the elderly 51 +5
The Police 39 +4
Social services 21 +6
Benefit payments 10 +2
Local authority services 10 +4
Defence 9 -4
Overseas aid 4 -1
None of these * 0
Don't know 1 0
Base: All who think some services should be protected (809) Source: Ipsos MORI/Nuffield Trust
© Ipsos MORI

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In the “marrow of our bones” here
Which two or three of the following, if any, would you say makes you most
proud to be British?
%
0 10 20 30 40 50
The NHS 45
The Armed Forces 40
Team GB 38
The Royal Family 36
BBC 16
Nothing 10
British Business 6
Houses of Parliament 6
Marks & Spencer 4
John Lewis 4
Oxfam 3
Women's Institute 2
Tesco's 1
Other 6
Don't Know 5
Base: 2515 British Adults 16-75, Online Fieldwork conducted between 23rd-27th November 2012 Source: British Future Polling – State of the Nation 2012/3, Ipsos MORI
© Ipsos MORI

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Conclusions and thoughts for the panel here
• What impact will Mid Staffs have on perceptions and for how
long?
• Are patient expectations as high as we think or do we just
hear about those that are?
• What is the difference between vocal minority and overall
views?
• How do you get people to expect more?
• Does our devotion to the NHS make change more difficult?
© Ipsos MORI